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Troubleshooting

Troubleshooting Tips

Initial Setup

If you have issues during initial setup a Zap in Zapier, please refer to the Authentication Errors chapter below, or Zapier’s Troubleshooting documentation.

Once You’re Up and Running

Once your initial setup and configuration is completed and your WooCommerce Zapier integrations are running, most of the time if a problem occurs, it will be shown in your Zapier.com Task History screen.

If you experience stopped or halted tasks, please view the task details to decide whether what to do next. For further information, see the Task History chapter.

If it is an error, you can usually find the related information in the your WordPress Dashboard’s Task History screen. From there you can navigate to the actual Resource and inspect its WooCommerce Zapier History box, or you can review the Logs in your WordPress dashboard.

Issues with Zaps

If you are having other problems with a Zap that you have created, we recommend contacting Zapier Support. They are usually the best people to help you with any issues that you have within the Zapier dashboard, Zap configuration and/or behaviour.

General WooCommerce Issues

If you encounter errors or issues in WooCommerce, first visit the WooCommerce Status Screen to identify and troubleshoot errors, or look at the Logs.

If you need further support, please don’t hesitate to Contact Us and send a support request.

Enabling Detailed Logging

To help troubleshoot and identify the exact cause of an issue, our support team may ask you to do the following:

  1. Please go to your WordPress DashboardSide MenuWooCommerceSettings screen → Zapier tab, and then tick the Enable Detailed Logging checkbox and Save changes.
  2. Please install and activate the REST API Log plugin by going to your WordPress DashboardSide MenuPluginsAdd New, and searching for REST API Log and then click Install Now then Activate.

This allows our support team to see detailed information about your store, and will usually help us resolve an issue.

Zapier.com interface

Below are some common errors and issues that can occur when you are using the Zapier.com Zap Editor interface.

Authentication Errors

The authentication process involves the Zapier.com service connecting to your WooCommerce store using your WordPress username and password.

If you encounter an error when authenticating then please make a note of the red error message that you see in the Zapier Authentication popup window, and then look for that error message in the table below for the next steps.

Common Authentication Error Messages

Error message Reason Possible Solution(s)
‌You must use HTTPS (secure) connection! Not using a secure connection.
  • Make sure you’re communicating to your WooCommerce store via HTTPS, and the URL you enter starts with https://.
  • If your WooCommerce store does not support HTTPS, please contact your website host or web developer.
‌The username and/or password you supplied is incorrect. Could not connect to WooCommerce, because the username or password is not valid.
‌Sorry, this user does not have the correct permissions. The user used to authenticate with WooCommerce lacks the necessary permission.
The WooCommerce Zapier plugin is missing or WordPress pretty permalinks not configured properly. The WooCommerce Zapier plugin is not installed on your WooCommerce store, or the WordPress permalinks are not configured correctly.
‌Communication error. 400 Bad Request. Network issue between Zapier and WooCommerce, or incompatible plugin installed.
Unable to authenticate. Please check your username and password and try again. If the problem persists, please contact support. You entered an invalid username or password, or your website has a configuration issue that caused it to return a response that was not valid JSON data.
Got 401 calling GET https://example.com/wp-json/wc-zapier/v1/ping, triggering auth refresh. WooCommerce accepted your username and password, however there is an issue authenticating with the WooCommerce REST API.
Unexpected token < in JSON at position 0 Your WooCommerce store’s WooCommerce REST API isn’t responding as expected.

If Your Username and Password are Correct but you Still Can’t Authenticate

If you continue to encounter an authentication error, and you are sure your username and password is correct, then it is likely you have a security-related plugin or service on your website that is preventing Zapier from authenticating with your WooCommerce store. For example:

If you are using one of these security plugins or services, please try temporarily disabling it, then authenticating, and then re-enabling the security feature(s) once you have successfully authenticated.

If you are using Two Factor Authentication (2FA) when logging in to WordPress, please consult the security plugin’s documentation on how to generate an application-specific password, and use that when authenticating WooCommerce with Zapier:

It isn’t usually feasible or practical to whitelist Zapier’s IP addresses, because they use Amazon AWS, which means the authentication attempts come from IP addresses are regularly changing.

Tip: Check for Conflicting Plugins

Please review our list of conflicting plugins to ensure one of those isn’t causing your authentication issues.

Using Detailed Logging to Determine the Reason for an Authentication Failure

If you still are unable to identify the cause of your authentication issues, please try the following:

  1. Ensure that you have the latest version of WooCommerce Zapier installed.
    You will need to be running version 2.0.2 or newer to complete the following steps.
  2. Enable detailed logging by going to your WordPress DashboardSide MenuWooCommerceSettings screen → Zapier tab, and then tick the Enable Detailed Logging checkbox and Save changes.
  3. Return the to Zap Editor on Zapier.com, and try and re-authenticate.
  4. The authentication attempt will likely fail again, however this time a detailed reason why it failed will be recorded in your WooCommerce logs.
  5. Go to your WordPress DashboardSide MenuWooCommerceStatus screen → Logs tab and select the newest log whose name starts with woocommerce-zapier. Press the View button.
  6. The log should contain an Authentication attempt failed or Authentication validation failed message, along with a detailed reason that should help you determine the problem.

If you are able to solve the issue, that’s great!

If you’re not able to solve the issue yourself, please contact support and be sure to include the red error message from step 3 and the logged error message from step 6.

Tip

Please be sure to disable detailed logging once you have successfully authenticated.

Task History

You can see previously sent information to Zapier in the Zappier.com Task History page.

If the task encounters a problem, will be stopped. Zapier can distinguish between different types of problems, and stops affected task(s) automatically.

If the problem prevents not just that specific task, but any later task as well, then the task will be stopped and marked as “Errored.” If repeated errors occur then the corresponding Zap is also disabled.

Alongside the above error, Zapier can stop and mark a task as “Halted” if the problem will not affect future tasks from completing successfully.

Please consult the Troubleshoot Zaps documentation for more troubleshooting tips.

Tip

If you need, you can resubmit halted or errored tasks in this page.

You can find more information in the Task History Help page in Zapier.

Errored Tasks

Tasks errors can occur for a wide variety of reasons, but you can always see the exact reason when you open your task history and look the error message. Here is an example of a task error:

Example Errored Task

The most common errors related to the WooCommerce Zapier plugin:

Error message Reason Solution
Coupons are not enabled… Coupons are not enabled in WooCommerce. Please enable Coupons in the WooCommerce Settings by following those instructions.
Subscriptions are not enabled… The Subscriptions plugin not installed or enabled If you want to use the Subscription Resource, install and activate the WooCommerce Subscriptions plugin.

Halted Tasks

Most of the time when a Zapier task is halted, is the expected behaviour. For example if you use a filter and the incoming data not matches what you filter for.

Another common reasons why a task is halted is that WooCommerce could not perform the specific task on the Resource. Every halted task has a detailed reason that you can refer in the task details page.

For example for the latter, the task will be halted if you trying to create a new coupon with a coupon code that already exists:

Example Halted Task

Example Reason in Halted Task Detail

Info

There are many possible reasons why a Zapier task can’t be completed. The WooCommerce Zapier plugin handles these cases for you to prevent introducing a problem in WooCommerce and always provide a detailed explanation in the task details page.

Zapier Service Outages

From time to-time, the Zapier.com service may have an outage or period of downtime. This can cause delays or occasionally skipped or errored tasks. Please be patient, up until the issue is resolved by Zapier and do not attempt to resubmit data.

If all Zapier services are working normal, you can start collecting information on what data missing.

To identify which data that you need to resubmit, first look the Zapier’s Task History page, and search for any errors. You can replay a task from this page.

If you still have missing data, because of they not arrived to Zapier at all, you can resend them with specific triggers. For further reference see Manually Sending Data chapter.

Tip

For the current Zapier service status information, please visit the Zapier Status page.

WooCommerce Store

If you are having any problems in your WooCommerce store, first please ensure that you have updated to the latest version of the WooCommerce Zapier plugin.

No Data is Being Sent to Zapier

WooCommerce Zapier uses Action Scheduler (which is integrated in WooCommerce core) to send data for Triggers.

This means that data is not sent immediately to Zapier. Instead the data is queued to be sent asynchronously in the background.

This helps ensure that your customers don’t experience a slow checkout process, and it also allows the extension to retry sending the data if there is an error communicating with Zapier.

A typical delay is between ten seconds and one minute, but in staging/testing/development environment or sites with extremely low traffic can be much longer.

Tip

Updating your WooCommerce to version 4.0 (or newer) will improve queue processing times and reduce delays in data delivery from WooCommerce to Zapier.

To check for Pending tasks, go to your WordPress DashboardSide MenuWooCommerceStatus screen → Scheduled Actions tab, then click on the Pending filter. Look for tasks with a hook name of woocommerce_deliver_webhook_async. If you have one or more of these with a Pending status, it means that queued trigger data hasn’t been sent yet.

The scheduled actions queue is a WooCommerce core feature that needs to be working correctly in order for WooCommerce Zapier to send data to Zapier.

You can manually run Pending tasks from that screen, but if tasks remain Pending then you will need to identify why the action scheduler queue isn’t being processed automatically. Please see this article for some ideas on how to troubleshoot the issue.

If the problem persists, go to your logs screen and look for any errors in the recent Zapier log. For further information see the Logs chapter.

Resource Sent with Wrong Status

WooCommerce Zapier uses Action Scheduler (which is integrated in WooCommerce core) to send data for Triggers.

This means that data is not sent immediately to Zapier. Instead the data is queued to be sent asynchronously in the background.

This helps ensure that your customers don’t experience a slow checkout process, and it also allows the extension to retry sending the data if there is an error communicating with Zapier.

A typical delay is between ten seconds and one minute, but in staging/testing/development environment or sites with extremely low traffic can be much longer.

If a Resource status changing during scheduling and actually sending to Zapier, WooCommerce will send the Resource with the new status information to Zapier. Furthermore if you are using the Order status changed or the Subscription status changed triggers, in this case Zapier will receive the same data multiple times.

Info

There is an automatic de-duplication implemented in the Zapier platform, to prevent fire multiple tasks. Please Contact Us if you experiencing the above problem.

“Order Paid” Triggering Twice

There was a bug in previous WooCommerce versions, if you use the PayPal payment processor, the orders are completed twice. This bug was fixed in WooCommerce version 3.8. Please update your WooCommerce to version 3.8.0 or newer.

Note

If you want to validate this WooCommerce bug impacts you, look the affected orders, and in the sidebar look at the bottom of any order notes, you can see the WooCommerce status change is triggered twice. In both cases from “pending payment” to “completed”. Once for IPN, once for PDT.

Manually Sending Data

You can send data manually to Zapier for specific Trigger Rules, but not for all:

Trigger Name Manual Sending Support
Coupon created No
Coupon deleted No
Coupon restored No
Coupon updated Yes
Customer created No
Customer deleted No
Customer updated Yes
Order created No
Order deleted No
Order paid No
Order restored No
Order status changed Yes
Order updated Yes
Product created No
Product deleted No
Product restored No
Product updated Yes
Subscription Created No
Subscription Deleted No
Subscription renewal failed No
Subscription renewed No
Subscription status changed Yes
Subscription Switched No
Subscription Updated Yes

For Order status changed and Subscription status changed trigger rules, all you have to do to change the Order or Subscription status in the WooCommerce admin area. If you want to preserve the current status of, we recommend the following process: Disable the corresponding Zap, change the status of the affected items, enable the Zap and change the status back to the current state.

Warning

Don’t forget to disable automatic emails in WooCommerce (Side Menu → WooCommerce → Settings screen → Email tab) before you start switching Order or Subscription statuses to avoid alerting customers. Also, keep in mind, customers will not receive emails for their new orders while automatic mails disabled. Try to do in a low sales volume time or put your store in maintenance mode (for example installing a plugin for that).

For all five updated Triggers, all you have to do to edit/change the specific resource.

If you want to keep your WooCommerce store’s data in sync with another system, for triggers that don’t support manually sending data, you will need to enter them in the target system manually.

Troubleshooting WooCommerce REST API Issues

The REST API is how Zapier communicates with your WooCommerce store to send and receive data, so your WooCommerce store’s REST API must be operational and working correctly.

We have listed some of the most common error messages that you may encounter when using WooCommerce Zapier with a WooCommerce store with REST API configuration issues:

  • Unexpected token < in JSON at position 0
  • Unhandled error: Error: Unable to authenticate. Please check your username and password and try again. If the problem persists, please contact support.

Coming Soon or Maintenance Mode

The most common cause is a simple one: your WooCommerce store isn’t publicly accessible because you have a “Coming Soon” or “Maintenance Mode” plugin active. Please try deactivating it, and ensure that people can view/visit your website without needing to log in to WordPress.

Invalid or Untrusted SSL Certificates

Your website must also have a valid and trusted SSL certificate installed Zapier to communicate with your WooCommerce store.

If you encounter an error message such as certificate verify failed, it usually means that the Zapier service isn’t able to successfully connect to your WooCommerce store because it uses an SSL certificate that was issued from a Certificate Authority that Zapier doesn’t trust.

Please consult this Zapier guide and this Zapier guide for further instructions, and if the problem persists please contact Zapier support for assistance.

Special Characters

Another common cause is that your website has at least one file in your WordPress website that has a strange character in it, such as a special byte-order mark (BOM) character. This causes every request to your website to contain a very rare and mostly invisible BOM character at the beginning of every response.

This invalid character doesn’t usually cause an issue for web browsers, however, it does cause an issue for apps (such as WooCommerce Zapier) that use the WooCommerce REST API for communicating with your website.

In our experience, the most likely cause is that the offending character is at the very beginning (or end) of your wp-config.php file. Or possibly it is at the very beginning and end of a plugin or theme file that you have installed.

The BOM character article above has some suggestions on which text editors you can use to help you find this character. It may also be necessary to temporarily switch to a default WordPress theme and deactivate all plugins (except WooCommerce and WooCommerce Zapier), and then reactivate them one-by-one to determine which one is causing the problem.

These general WordPress/WooCommerce configuration issues need to be solved for WooCommerce Zapier (and other REST API based integrations) to work correctly.

SSL Check Failing

In order for the WooCommerce REST API authentication process to work correctly, your website must be configured to use SSL correctly.

If your status screen shows SSL as red (No), then you will be unable to authenticate your WooCommerce store with Zapier:

SSL Check Failing Example

Often this results in a Got 401 calling GET https://example.com/wp-json/wc-zapier/v1/ping, triggering auth refresh error when you authenticate your WooCommerce store with Zapier.

If you review your WooCommerce Zapier logs, you will likely see the following error message:

CRITICAL: WooCommerce REST API Basic Authentication was not performed during ping because is_ssl() returned false. A HTTP 401 response occurred.

To resolve this issue, you will need to contact your web host and let them know that WordPress core’s is_ssl() function is returning false during WooCommerce REST API requests, and ask them to resolve this for you. Often it is an indication that your website’s SSL/HTTPS configuration isn’t correct.

Other Resources to Assist With REST API Issues

Here are some other great resources that may also be helpful:


Last update: May 6, 2020